Live Chat Customer Deals | Implementation & Best Practices

The Dufresne Group used Acquire's customer engagement platform to shift from in-person to digital sales during COVID-19. They first used... Acquire Video Chat to cut technician inspection visits in half, saving costs and speeding up service from 10 to 5 days. When the pandemic hit, they moved Acquire tools to sales, launching live chat and chatbots. In two weeks, virtual sales chats jumped from 100 to 1,000, driving a one-hundred-fold increase in online sales. Features like cobrowsing, video tours, and translation helped keep customers engaged and business stable.
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Velaro's AI-powered live chat helped IWA Wine Accessories boost sales and customer loyalty. The seamless NetSuite integration gave agents real-time... customer data, making support faster and more personal. IWA reduced its reliance on external call centers and improved conversion rates. Customers who used chat had an average order value twice as high as others. Their lifetime value was 2.8 times greater than the average online customer. Chat agents earned a 4.9 out of 5.0 star rating for customer satisfaction.
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Sweetwater needed to keep PCI compliance for call recordings without losing important customer data. They used LivePerson's conversation intelligence software,... Analytics Studio, to scrub sensitive data while keeping audio quality high. The tool helped Sweetwater coach sales engineers, monitor customer sentiment, and find best practices. Sweetwater now uses call data to improve customer experience and make better business decisions. They achieved compliance and kept their valuable call insights.
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Tidio’s Lyro AI Agent helped Burker cut outsourced email traffic by about 50%. The AI resolved up to 80% of... support conversations, handling 10,000 chats in one month. Burker’s team saw a 15–20% week-over-week drop in inbound support volume. The solution automated answers to repetitive questions, especially "where is my order" requests. Multilingual support and Instagram integration were key for Burker’s global customer base.
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Smartsupp's Mira AI-winkelassistent lost 70% van de klantvragen van Pidilidi op. De AI-chatbot ondersteunt klantenservice in vier talen en automatiseert... 85% van de customer care-activiteiten. Pidilidi zag een stijging van 20% in de gemiddelde bestelwaarde en een toename van 25% in chat-gestuurde verkoop. De AI biedt snelle, nauwkeurige antwoorden over producten, maten en retourzendingen. Hierdoor hoeft het team nog maar 50 gesprekken per maand handmatig af te handelen.
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Williams-Sonoma, Inc. used Salesforce Data Cloud, AI, and Marketing Cloud to personalize engagement for millions of customers across nine brands.... The company implemented Salesforce in just 7.5 months, much faster than the typical 12–18 months. This led to 21 million new email subscribers and thousands of employee hours saved each year. Teams now automate workflows, centralize data, and deliver targeted messages using AI and CRM tools. Williams-Sonoma, Inc. also improved B2B sales and customer support with integrated Salesforce solutions.
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Kommunicate helped Epic Sports automate customer support using a hybrid human and bot solution. Epic Sports integrated Kommunicate’s chat platform... with Google Dialogflow in just one day. The company automated many repetitive customer service tasks. As a result, Epic Sports automatically resolved 60% of incoming customer service requests. This reduced emails and phone calls, helping control support costs and improve customer experience.
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Suomalainen Kirjakauppa used giosg's chatbot to launch a new e- and audiobook service. The chatbot helped answer common questions and... reduced the load on customer service. After launch, customer inquiries stayed low thanks to the bot's 24/7 support. In the first three months, chatbot usage grew by 26%. Staff could focus on complex cases while the bot handled routine queries. The company found the chatbot easy to update and cost-effective.
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Clickatell helped Builders Warehouse improve post-purchase support for appliance buyers. After a purchase, customers received a WhatsApp message offering installation... help. 70% of customers engaged with the WhatsApp outreach. 27% of those bought installation services. The WhatsApp channel achieved a 60x higher conversion rate than in-store upselling. This made the process easier for customers and increased revenue for Builders Warehouse.
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FPT Shop used Subiz Live Chat to help customers faster. Before, their website had many questions that the comment feature... could not handle quickly. With Subiz, FPT Shop answered all customer questions in just 10 seconds. They used real-time chat, survey forms, and API triggers to manage chat flow. As a result, time on site increased and successful orders grew by 23%. Customers were happier with the fast support.
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SiteGlue AI's SmartChat agent helped an online retailer improve customer service and lead generation. The retailer's old chatbot could not... understand natural language or route leads well. SiteGlue AI's integration with ChatGPT fixed these problems. The SmartChat agent gave accurate answers and sent leads to the right department. The business saw better customer service and more leads after using SmartChat.
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Richpanel helped SheThinx cut ticket volume by 60% with automated self-service. The team achieved a 1-minute first response time and... 95% CSAT. All support channels—email, SMS, Facebook, Instagram, and phone—merged into one inbox. Smart workload management protected agents from burnout. Product-specific flows gave customers fast, accurate answers. SheThinx scaled support without losing consistency or trust.
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Sideshow used iAdvize's AI Shopping Assistant to help expert collectors get detailed product advice. Their customers ask complex questions about... authenticity and craftsmanship. Old chatbots gave generic answers and did not build trust. With iAdvize, Sideshow gave accurate, brand-controlled guidance on every product page. This led to an 8x increase in conversion rate and 94% customer satisfaction.
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Olark live chat helped VPS Underfloor Heating reduce phone and email inquiries for common questions. The small team of three... now spends more time on high-value orders. The Cart Saver feature, integrated with WooCommerce, lets agents see customer carts in real time and offer targeted help. This gives VPS a competitive edge and helps close more sales. Olark also keeps customer service personal as the company grows.
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LiveHelpNow live chat helped CPAP. com improve customer satisfaction scores by 15%. The team used live chat to answer questions...quickly and accurately. They set up satisfaction surveys to get instant feedback. The new chat system made it easier for customers to reach support. The Live Help Bot reduced incoming chats by 60% by helping customers find answers on their own.
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LiveHelpNow live chat helped CPAP. com improve customer satisfaction scores by 15%. The team used live chat to answer questions...quickly and accurately. They set up satisfaction surveys to get instant feedback. The new chat system made it easier for customers to reach support. The Live Help Bot reduced incoming chats by 60% by helping customers find answers on their own.
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Provide Support Live Chat helped Quality Logo Products boost sales by making web chats their second-best converting channel after phone calls. The company needed... a reliable live chat tool to meet customer expectations and support their online ordering system. Provide Support delivered a rock-solid, easy-to-use solution that worked 100% of the time. Live chat improved customer satisfaction and allowed for instant, personalized help. Customers valued the privacy and quick responses, turning pain points into sales opportunities.
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Airy automations helped Endy, a leading online mattress brand, cut social care costs by 50%. Endy used Airy's Messenger chatbot... plugins to automate FAQs and order updates, achieving a 100% first response rate. The solution integrated with Zendesk and improved customer satisfaction, with CSAT scores over 90%. Endy's support team now focuses on unique requests, while customers get instant answers. Automated customer support made Endy's service more personal and efficient.
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Intercom helped Simply (formerly JoyTunes) cut support response times from 10 hours to just 90 seconds. The company restructured its... support team and used Intercom’s Inbox to handle all learner queries faster. Automation and self-service features resolved 20–30% of common questions instantly. Learner satisfaction rose, with a 6.3% increase in 5/5 CSAT scores. Simply now delivers fast, joyful support to millions of users worldwide.
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Freshservice helped Manchester Metropolitan University replace siloed systems with one unified platform for 45,000 students and staff. Nearly 90 teams... now use shared metrics, SLAs, and live reporting. The rollout improved collaboration and reduced duplicate work. University leadership rated the implementation 10 out of 10. A major student records system launch was managed smoothly with Freshservice. The platform created a single portal for all service requests.
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Comm100 Live Chat helped UNIwise support 19,009 exam chats in 2024, with a 98. 49% acceptance rate. UNIwise needed a...scalable live chat for real-time help during online exams. Comm100 enabled fast, reliable support for thousands of candidates and invigilators. The solution adapted to high chat volumes during peak exam periods. UNIwise improved exam support quality and user satisfaction with Comm100.
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Comm100 Live Chat helped UNIwise support 19,009 exam chats in 2024, with a 98. 49% acceptance rate. UNIwise needed a...scalable live chat for real-time help during online exams. Comm100 enabled fast, reliable support for thousands of candidates and invigilators. The solution adapted to high chat volumes during peak exam periods. UNIwise improved exam support quality and user satisfaction with Comm100.
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Impero Education Pro helped Alderman Peel High School support remote learning during Covid-19. Teachers used the software to broadcast lessons,... control classroom devices, and block distractions. The keyword detection feature alerted staff to student concerns for early intervention. The school saved over £1,100 by automating computer power schedules. Impero Education Pro improved student focus and reduced energy costs.
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VIZ Media used Emplifi to launch a "Fan Zone" gallery for user-generated content. Fans uploaded photos of manga collections and... cosplay, boosting engagement. The gallery achieved a 27.55% engagement rate. In eight months, VIZ Media collected 50,000 pieces of UGC with Emplifi's permissions tool. The platform made content collection easy and reduced staff workload.
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Gnatta's AI Assist tool helped a client reduce average handle time by 60 seconds during a free trial. The AI-powered assistant... lets customer care agents quickly summarize interactions and draft responses. Agents can switch languages, adjust tone, and add links with ease. The tool aims to boost productivity and reduce errors in contact centers. No specific client name or industry is mentioned in the case study.
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BirdSeed Video Showcase helped Eikonikos increase their leads by 4 times. The tool fits well into their workflow and is... easy to enable or disable as needed. Eikonikos used BirdSeed to connect with website visitors and improve engagement. The flexibility of BirdSeed allowed them to use only the tools they needed. Leonard Wolff, a developer at Eikonikos, shared this result.
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Infinity-RTI used Vivocha’s platform to build a digital, cloud-based multichannel contact center. The main channel is live chat, used for... both online sales and customer support. A proactive engine lets Infinity-RTI engage customers in real time during registration. The solution won third place in the 2017 Technology Customer Management Award. The platform is hosted in the cloud through Amazon.
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Vodafone Oman used Genesys Cloud CX to transform its contact center. The company shifted 70% of customer interactions to digital... channels. It launched new telesales programs and improved WhatsApp support. Vodafone Oman achieved a sales conversion rate of over 15%. It now holds the top NPS in the Oman telecom market. Automated workforce management helped optimize staffing and reduce costs.
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Bell Canada used ProProfs Quiz Maker to solve training access issues for their large, distributed workforce. Many trainees could not... access the company network, making it hard to share training quizzes. ProProfs allowed trainers to easily create and distribute quizzes by sharing direct links. Trainers now access quiz results in real time, saving time on manual reporting. The solution is flexible and supports seamless collaboration.
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A1 Group, a leading telecommunications company in Austria and other European countries, implemented Whisbi's Live Commerce Platform. They launched A1... Liveshop to enhance customer engagement with real-time communication. This strategy improved customer experience and increased online conversion rates. A1 expanded the Liveshop across six European markets, achieving exceptional results during the global pandemic.
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Zoho CRM helped IDT and its subsidiary NRS unify sales, operations, and customer service for over 35,000 convenience stores. NRS replaced manual... spreadsheets and a failed Salesforce rollout with Zoho CRM, enabling automation, integrations, and streamlined workflows. The platform scaled from a few users to over 1,000, supporting rapid business growth and improved customer satisfaction. Integrations with telephony, shipping, and analytics tools further enhanced efficiency. Customer service, distributor management, and referral programs all run through Zoho CRM, driving better results across the business.
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Crisp helps Tilkee manage all incoming messages from leads, customers, and partners in one place. The unified inbox lets sales,... marketing, and support teams work together easily. Crisp's automation and service bots guide users to the right team fast. The platform is affordable and easy to use, with clear documentation. Four team members can answer customer questions, even if someone is away.
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Rocket. Chat helped Juvare speed up its emergency preparedness solution launch by six months. Juvare used Rocket.Chat for secure, scalable,...and compliant crisis communication. The platform saved $20,000 per incident and improved collaboration across agencies. Juvare met strict data residency and security needs using Rocket.Chat's flexible deployment. The solution enabled faster go-to-market and better community safety.
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